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COMMUNICATION PROCESS
Dr. Gregoria Arum Yudarwati
Discussion 1
1. What is communication? 2. Write a sentence using a word communication What you can learn from the answers given by your classmates?
Discussion 2
1. Is communication an event? Or a continues process? 2. Must communication be intentional ? 3. Must communication be received ?
Communication is the transfer of meaning is any behavior, verbal or non verbal, perceived by another. Knowledge, feelings, or thoughts are encoded and sent from at least one person and received and decoded by at least one other. Meaning is given to this message as the receiver interprets the message.(Dwyer 2003)
Characteristics of Communication
1. 2. 3. 4. 5. The symbolic nature of communication The intentional nature of communication Communication planned behaviour The transactional nature of communication The contextual nature of communication
COMMUNICATION PROCESS
SENDER Self concept Family Culture Skills Feelings Attitudes Values RECEIVER Self concept Family Culture Skills Feelings Attitudes Values
CONTEXT
Elements of communication 1. 2. 3. 4. 5. 6. 7. Sender Message Receiver Feedback Channel Context or setting Interference or noise
SENDER
Individuals who react to situation, interpreting ideas, and filtering experiences through their own perception The sender encodes an idea or feeling in words or signs that the receiver will recognize and transmits this message to the receiver
MESSAGE
The idea or feeling transmitted from the sender to the receiver to achieve understanding. It makes connection between sender and receiver.
RECEIVER
The receiver decodes or interprets the message to achieve understanding. There is a perception process. PERCEPTION = the way people understand or give meaning to their environment. experience, attitudes, beliefs, expectations, etc
FEEDBACK
It is a the receivers response to the senders message, can be intentional or intentional. It gives the communication continuity It indicates understanding or misunderstanding of the message It stimulates further communication and discussion
CHANNEL
A communication channel is the means or technique used to signal or convey a message. It is the vehicle for the message. It can be internal and external channel Information technology provides a fast channel. IT is used to store, send, receive and present information
CONTEXT
It consists of the situation, circumstances or setting within which communication takes place It plays an important part in encoding & decoding process.
INTERFERENCE OR NOISE
The message is received is not the same as the message sent because of the noise or interference interrupts intended message. It leads to misunderstanding and cause communication barriers.
COMMUNICATION BARRIERS
Communication barriers are caused by : Inappropriate choice of words Inappropriate channel Inappropriate message Receiver inattention Lack of courtesy by the sender/receiver Nonverbal that doesnt support the words Different culture background Poor layout and presentation Inappropriate timing Inadequate feedback
Examples
Cause of barriers Differences in perception Outcome People often see and interpret the same event or action in a different way People often form different interpretations Strategies to avoid barriers Listen carefully. Speak clearly and directly to the other person. Ask questions. Give feedback Listen carefully. Speak clearly and directly to the other person. Ask questions. Give feedback.
Business Communication
1. Internal communication 2. External communication
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1. INTERNAL COMMUNICATION
Each organisation has its own approach to transmitting information throughout the organisation The formal flow of information follows the official chain of command. Informal communication channel Downward and upward and horizontal information flow When managers depend too heavily on formal channels risk of distortion or misunderstanding To reduce distortion: to reduce the number of level in the organisational structure
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1. INTERNAL COMMUNICATION
Communication between colleagues One routine task in the workplace is to record, and convey simple information. Good communicators use appropriate communication skills: listening, speaking, questioning and giving feedback Participate in discussion
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Communication by leaders and managers Control Communication can be used to control procedures and to encourage employee to achieve the organisational objectives The difficulty: to communicate in a way that achieves a balance between control, motivation, and efficiency. Too much control may reduce initiatives and even productivity Too little control may cause uncertainty and insecurity
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Motivation The management uses communication to communicate employee When the management acknowledges the achievements of employees the job satisfaction and performance are improved Acknowledgement (feedback) : verbal and non verbal
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Balancing needs and goals Companys and employees needs and goals must be balanced.
Organisational Goals Profit Return on investment Individual or team goals Good pay Job security
Employee efficiency
Production of quality goods and services Competitiveness Low absenteeism and low turn over of employee
Fringe benefit
Scope for initiative and achievement Challenge Satisfaction
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2. EXTERNAL COMMUNICATION
Formal contact with external Marketing communication and public relations Crisis communication
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